On Wednesday, it was revealed on the Oppo official forums that Oppo was planning to cease firmware updates for the Oppo R819, for a phone that just released back in September, a mere eight months ago, this caused all sorts of hurt feelings.
Making matters worse, on Oppo’s R819 product page, was the promise of “frequent firmware updates” for the ColorOS ROM(Oppo’s take on Android).
The announcement that no more updates would be coming, while many users are still complaining about bugs while using ColorOS with the R819, resulted in a lot of hurt feelings and accusations of betrayal. Oppo had done a great job of building a vibrant community and fostering brand loyalty, and a lot of that looked to be destroyed by the announcement. Users were claiming they would never buy an Oppo again, that they may as well have gone with a cheaper competitor if this is how Oppo plans to support its customers, while others threatened to go with the mainstream brands. Some even mentioned OnePlus, the feisty startup that was founded by a former Oppo executive, as a viable alternative.
Then, Oppo started doing what enabled that community to grow in the first place. First, they issued an apology. When that didn’t work, they announced that the overwhelming customer complaints had persuaded them to reverse course, ColorOS updates would be coming to the R819 afterall.
While a few customers still maintained that Oppo has lost their trust, the majority were happy to see that Oppo was responsive to their concerns. While it is certainly disheartening that Oppo was even planning to end R819 support, regardless of the size of its install base, when it promised to support them, reversing course and deciding to support it shows just how much Oppo pays attention to its community.
Despite the promise of future support, the Oppo R819 product page no longer includes the claim of frequent firmware support.